JOSEPH EICHENLAUB

JOSEPH EICHENLAUB

Operations, Inventory, and Merchandising Expert

 Work History

Work History

VERIZON WIRELESS

Sep 2014 - Nov 2016

OPERATIONS SPECIALIST

  • Deliver the Verizon Wireless customer experience in retail stores and ensure that customers receive the highest level of customer service at all times. 
  • Provide support for the sales team in our retail stores by assisting customers with billing and service questions, troubleshooting hardware issues, and explaining products and services to customers as needed. 
  • Involved in other integral customer experience functions such as activating phone services, providing sales support, processing payments and entering orders, and ensuring that merchandise is fully stocked and all interactive displays and products are fully operational.
  • Excellent organizational and planning skills to provide full and ongoing support for all facets of Store operation, inventory, and merchandising.
  • Supporting compliance of store operations and customer requests, proactively auditing processes and operations for quality assurance, continuously identifying operational gaps and implementing solutions that reflect the company's overall strategy to our customers, and coaching and training your peers on operational procedures. 

VERIZON WIRELESS

May 2011 - Aug 2014

SOLUTIONS MANAGER

  • Lead team to meet and exceed assigned quotas and manage churn. Assess individuals and team performance and initiate development plans to narrow competency gaps. Ensure retail area storefront, merchandise and literature is in conformance with the merchandising plan.
  • Staffing/Employee Relations: Develop, train, motivate, and coach sales team to produce desired high performance results. Analyze staffing needs of the store and provide hiring and promotion decisions, and initiate disciplinary action, as appropriate.
  • Reporting: Responsible for financial and sales reporting. Must manage cash and inventory levels. Monitor daily sales results and activities to ensure sales, retention, and compliance objectives are met. 
  • Customer Retention: Maintain and grow existing customer base and manage churn. Ensure that customers and prospective customers are treated with the highest levels of courtesy and professionalism. Resolve escalated customer complaints in a timely and empathetic manner.
  • Market & Industry Knowledge: Maintains knowledge of company and market promotional elements. Remain current on all wireless products and services, industry and competitive trends, and reinforce findings with the team.

VERIZON WIRELESS

Dec 2008 - Dec 2010

RETAIL CUSTOMER SERVICE REPRESENTATIVE

  • The primary responsibility of this position is to provide exceptional customer service to individuals visiting the Verizon Wireless store.
  • As a member of the store team, the incumbent(s) should strive toward helping the store achieve its financial and customer service goals. 
  • Provide exceptional customer service to individuals visiting the Verizon Wireless store, including greeting customers and assessing their needs. 
  • Exhibits quality customer service from greeting point through departure; ensuring that all aspects of a customer's needs are met and that every customer has a positive experience. 
  • Answers phones and responds to customer inquiries in a timely manner. Other duties include service activations, processing ESN (electronic serial number) changes and bill payments, responding to billing inquiries, equipment replacement, and processing price plan changes and upgrades. 
  • Ensures that all appropriate documentation and data entry is complete.  Assists in the administrative functions of the store, including cash management and asset protection of store inventory. 
  • Reconciles cash (bank deposit, safe fund/till fund, daily financial transactions) and follow bank deposit procedures. Performs reporting functions as required.
  • Individual may sell phones and accessories in the event of high store volume or absence of sales representative. 

VERIZON WIRELESS

May 2007 - Dec 2008

RETAIL SALES REPRESENTATIVE

  • Meet and exceed quota/revenue target for net activations, customer renewals, accessories, handsets, and enhanced services.
  • Demonstrate equipment functions and network capability. 
  • Perform  and rate package evaluations and propose solutions that best benefit the company and the customer.
  • Customer Retention: Maintain and grow existing customer base and manage churn. Contact existing customers for contract renewals, and various data, accessory, and handset up sell opportunities.
  • Ensure customer satisfaction and resolve all customer issues and concerns. 
  • Order Processing: Accurately process customer transactions, audit and reconcile daily cash receipts. 
  • Training/Meetings: Responsible for thorough knowledge of all store functions. 
  • Remain current on all wireless products, services, industry and competitive trends.
  • Attend all applicable trainings/meetings.

Education

Education

ASSOCIATE OF ARTS - PROFESSIONAL FOCUS

Currently enrolled at the University of Phoenix through the tuition assistance program provided by Verizon Wireless. Studying business management with a focus in marketing. Eventually working towards a degree in marketing to help further my career objectives.

ASSOCIATE OF ARTS

Studied in the field of photography while focusing on the development of digital media in business. I enjoy how much

media is now in digital form and like to see how it is used in business advertising of products and services.

ASSOCIATE OF ARTS

Continuing education after high school in pursuit of finishing a degree in computer science.

HIGH SCHOOL DIPLOMA

Completed high school diploma with a 4.1.  Excelled in mathematics and literature. Dedicated and grew in the sport of cross country running receiving the sports letter freshman year. 



Skills

Skills

MICROSOFT OFFICE SUITE

  • Microsoft Word
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Outlook

APPLE OS APPLICATIONS

  • Pages (iOS, OSX)
  • Numbers (iOS, OSX)
  • Keynote (iOS, OSX)
  • iBooks Author (OSX)
  • iMovie (iOS, OSX)
  • iPhoto (iOS, OSX)
  • Safari (iOS, OSX)
  • Bento (RETIRED)

ADOBE CREATIVE CLOUD SUITE

  • Adobe Reader
  • Adobe Acrobat Pro XI
  • Adobe Photoshop
  • Adobe Illustrator
  • Adobe InDesign

DESIGN PROGRAMS (VARIOUS)

  • Sketch 3 (OSX)
  • Pixelmator (iOS, OSX)
  • iDraw (iOS, OSX)
  • SketchBook (Android, iOS, OSX) 
  • Dmesh (iOS, OSX)

DATABASE PROGRAMS

  • FormEntry (OS X)
  • MobiDB (Android)
  • Microsoft Access (Windows)
  • Microsoft Excel (Windows)

References

References

Lisa Moss

Business Owner (760) 954-4662

Charlene Mickle

Retail Store Manager (909) 816-0684

Louis Armendariz

Retail Store Manager (909) 816-1328

Contact Info.